Sr Manager Workforce Management

iQor; Dadri; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

iQor in Dadri, Uttar Pradesh, India is seeking a Senior Workforce Manager to ensure staffing plans meet forecasted call volumes and client KPI targets. You will oversee training, reporting structures, and system access across multiple locations.

You will lead a diverse team of WFM analysts, coordinate forecasting, staffing and scheduling, and drive intraday adjustments while ensuring data integrity and effective communication with stakeholders.

Qualifications

• 8-10 years of work-related experience.
• 3 year minimum of forecasting, staffing and scheduling in a workforce management role.
• 3 year minimum of call / contact center experience.
• Strong and effective oral / written communication skills.
• Supervisory experience including a team of 5+ direct reports.
• Excellent presentation skills.
• High level of proficiency with Excel.
• Strong mathematical skills.
• Strong analytical skills.
• Ability to multi-task, prioritize and delegate deliverables.
• Ability to maintain confidential information.
• Working knowledge of IEX.

Responsibilities

• Manages and maintains training plans to ensure adequate staffing resources are planned to handle forecasted call volume.
• Participate in client calls to review forecasting and scheduling.
• Ensures reporting is provided to the operation team that illustrates intraday scheduled staffing versus required staffing to the forecast and monthly basis to ensure KPI are met.
• Ensures staffing and scheduling modifications are recommended to the operation team and are executed on a intraday, daily, weekly and monthly basis to ensure KPI are met.
• Ensures various off-the-phone activities for the agent populations are scheduled in such a manner as to not impact KPI performance and properly reported in scheduling system.
• Manages various forecasting and scheduling processes including vacation day approvals, schedule change approvals, and loading new hire schedules.
• Manages various administrative processes including ID administration.
• Manage diverse team of WFM analysts in multiple locations.
• Performs other duties as assigned.

Skills

Workforce management

Forecasting

Staffing & scheduling

Call center experience

Supervisory experience

Analytical skills

Communication skills

Multi-tasking

Confidential information handling

Education

Bachelor's degree

Masters degree preferred

Tools

Excel

IEX

Job description

Job Summary:

Ensures that resources are in place to handle client forecasted call volume while meeting client, internal, and financial KPI targets. This position is also responsible for managing various administrative duties to ensure accurate reporting, reporting structures, and system access. Teams in multiple locations including off-shore analysts would report to this role.

Responsibilities:

• Manages and maintains training plans to ensure that adequate staffing resources are planned for to handle forecasted call volume.
• Participate in various client calls to review forecasting and scheduling.
• Ensures reporting is provided to the operation team that illustrates intraday scheduled staffing versus required staffing to the forecast and monthly basis to ensure KPI are met.
• Ensures staffing and scheduling modifications are recommended to the operation team and are executed on a intraday, daily, weekly and monthly basis to ensure KPI are met.
• Ensures various off-the-phone activities for the agent populations are scheduled in such a manner as to not impact KPI performance and properly reported in scheduling system.
• Manages various forecasting and scheduling processes including vacation day approvals, schedule change approvals, and loading new hire schedules.
• Manages various administrative processes including ID administration.
• Manage diverse team of WFM analysts in multiple locations.
• Performs other duties as assigned.

Skills Requirements:

• 8-10 years of work-related experience.
• Prior work force management experience including forecasting, staffing, and scheduling, 3 year minimum required.
• Prior call / contact center experience, 3 year minimum required
• Strong and effective oral / written communication skills.
• Prior supervisory experience including a team of 5or more direct reports .
• Excellent presentation skills
• High level of proficiency with Excel.
• Strong mathematical skills.
• Strong analytical skills
• Ability to multi-task, prioritize and delegate deliverables.
• Ability to maintain confidential information.
• Working knowledge of IEX.

Education Requirements:

Bachelors Degree, First Degree, Trade/Vocational School certificate or Equivalent required. Degree in Business Administration, Engineering, Operations Management or related field preferred. Masters Degree preferred.

Physical Requirements:

Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal. Speak, type and/or sit for extended periods of time. Consistent attendance is an essential function of the job.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.